Talkward × Facebook Messenger
Facebook Messenger customer service for online stores
Messages to your Facebook page land in the team inbox, next to chat, email, WhatsApp and Instagram. The AI answers shipping and order questions labelled; your team takes over the rest under their own name.
Sound familiar? Three moments from everyday life with Facebook Messenger.
No statistics, just an ordinary day in customer service.
The page has 12,000 fans and a full inbox.
Every ad brings messages: price, availability, shipping. The AI answers from the knowledge base, immediately and in the customer’s language.
Who replied on Facebook?
The page manager does not show it, Talkward does: assignment, notes and done status per conversation.
The order question comes via Messenger, the order lives in the ERP.
The AI verifies order number plus postcode and replies with status and tracking number from your source.
Talkward brings Facebook Messenger into the whole team’s inbox, with AI that answers as long as it is simple and hands over when it is not.
How the connection worksMessenger platform, your page.
Talkward connects via the Meta Graph API to your Facebook page. Messenger messages arrive in the inbox; replies go back through the page. Comments under posts follow with the “Social comments” extension.
Whole team, one page
Assign, notes, @-mentions, reminders. Everyone sees the messages without handing out page roles.
AI labelled
Every AI reply carries the label, as the EU AI Act requires. If the AI hands over, your team continues.
Deadlines in view
Meta allows replies 24 hours after the last customer message, team replies with the human agent tag up to 7 days. Talkward shows the deadline on the conversation.
Your Meta account stays yours
Talkward stores conversations in Nuremberg. What happens at Meta is governed by your account; the “Europe only” option leaves Messenger untouched.
- Connection
- Messenger platform via the Meta Graph API, with your Facebook page
- Access
- Messages to the page, images, attachments; replies within Meta’s time limits
- Processing
- Nuremberg (ISO 27001), Cologne, Paris. “Europe only” option. Credentials stored encrypted, orders only cached briefly.
Customer and order next to the message.
Talkward recognises the customer by their Facebook profile and, if they mention it, by email. With a connected source, their orders sit next to the conversation.
- Profile
- Message
- Attachments
- Orders
- Tracking number
- Tom Richter
- tom@example.com
- Revenue
- €129.00 (3 orders)
- Last contact
- yesterday, Messenger
Set up in three steps.
You need a Facebook page and access to the Meta Business Manager.
Connect the page
Under Channels › Add channel › Facebook Messenger, log in with Meta and choose the page.
Screenshot to followAssign the brand
Assign the page to a brand; the brand’s knowledge base, signature and AI agent now apply to Messenger too.
Screenshot to followTest
Send a message to the page from a second profile. It appears in the inbox; the AI replies or hands over.
Screenshot to follow
Facebook Messenger
no extra costfrom Basic, provisional, net
From Basic at no extra cost, AI replies from Professional. Comments as the “Social comments” extension, coming soon.
All plans and prices- Messenger messages in the team inbox
- Customer and orders next to the conversation
- AI replies labelled from Professional
- LiveTranslate both ways
- Servers in Nuremberg (ISO 27001)
- Data processing agreement
- AI replies labelled (EU AI Act)
- Extensions cancellable monthly
Questions about Facebook Messenger
Question not listed? Write to us at hey@talkward.app.
Do I need a Facebook page?
Yes. The Messenger channel runs through a page, not a private profile. You connect the page with your Meta login.
Do comments come into the inbox too?
Not yet. Messenger messages do; comments under posts and ads follow with the “Social comments” extension.
Can I connect Instagram and Facebook together?
Yes, both channels run through the same Meta login and land in the same inbox, each with its own label.
Where is my data stored?
Storage in ISO/IEC 27001:2022-certified data centres in Nuremberg, separated per merchant. Translation by DeepL (Cologne), AI by Mistral (Paris). “Europe only” option per brand. Without “Europe only”, Claude generates the AI replies, either in Frankfurt (AWS) or in the US (Anthropic). You receive a data processing agreement listing all sub-processors before the start.
Goes well with
WhatsApp BusinessWhatsApp in the team inbox, with your own business account and your own number.
LiveTranslateCustomers write in their language, your team reads and replies in yours. Both directions.
WooCommerce integration“Talkward for WooCommerce” plugin: order status for the AI and customer record, connected with one click, even behind Cloudflare.
Zapier integrationHandovers in Slack, complaints in Sheets, orders as WhatsApp: over 7,000 apps, no code.- All integrationsShop, ERP, marketplaces, shipping and service
Secureyour seat.
Three details, no commitment. We will get back to you personally within two working days.